Customer Support Representative - escalations (Louisville, KY)

Fernwood Thistle Insurance is an insurance company in Louisville with claims and service teams, and we need a Customer Support Representative to lead our escalations. Claims teams work together and share what they learn. What you will do • Share recurring problems with the team so they can be fixed. • Document every interaction and follow up when you promise to. • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including policy renewals, on the first contact when possible. • Escalate complex cases with all details attached. What we are looking for • Clear spoken and written communication. • One or more years in customer service. • Patience with people who are stressed or upset. Nice to have • Experience with policy renewals. • Bilingual English and Spanish. Working arrangement • Part-time, about 24 hours a week, spread across three days. • On site in Louisville, with some flexibility after the first few months. • We reply to every applicant.